AAA Mid-Atlantic Selects Panviva to Implement Knowledge Delivery System

March 25, 2019 3 minute read

Team Panviva

Panviva, the premier provider of cloud-based knowledge management solutions and real-time performance support, announced today that AAA Mid-Atlantic—a provider of automotive membership services whose territories include Delaware, Maryland and Washington, DC and certain areas of Pennsylvania, New Jersey and Virginia—has selected Panviva to provide exceptional customer service to their members through their cloud-based platform.

AAA is North America’s largest motoring and leisure travel organization and provides its members a full range of travel, insurance, financial and automotive-related services. Panviva previously announced that it had been named a Preferred Supplier to AAA and this is the first regional club to adopt the Panviva cloud-based knowledge management software.

Panviva’s effectiveness in improving customer service, reducing training time, increasing time to competence and reducing agent turnover is a big reason for its selection.

“We selected Panviva because its knowledge-based solution provides us with information and guidance that can be accessed quickly so we can optimize service to our members,” noted Lance Sabouni, Executive Vice President, Automotive Solutions at AAA Mid-Atlantic.

Improving contact center measures such as reducing call and hold times and the need for escalations — combined with the software’s ease of implementation—were all crucial criteria to securing this relationship. As a direct result of Panviva’s knowledge-management solution, AAA clubs will see consistently higher member satisfaction ratings and be able to provide a better member experience.

“We are excited to continue our partnership with AAA at the club level,” said Stephen Pappas, Senior Vice President of Panviva US Operations. “This partnership with AAA will ensure call center agents and members receive immediate access to information and guidance at their moment of need, increasing employee performance and efficiency.”

The Panviva Omnichannel Knowledge Cloud will enable AAA Mid-Atlantic to deliver consistent, accurate relevant answers, on demand, to members at every connection point in their network—providing consistency of content across all channels and will help:

  • Cut training time and accelerate time to competence for member service agents
  • Improve overall member satisfaction
  • Lower the cost of each interaction with faster, accurate agent responses
  • Reduce errors and compliance breaches by guiding staff through each step
  • Increase profitability by improving the outcome of each interaction

Panviva’s capabilities reach far beyond roadside assistance and can be utilized across multiple platforms to improve efficiency throughout an organization. Panviva can also be applied to all of AAA’s product and service lines such as Travel, Insurance and other financial services.

About Panviva:
Panviva, a cloud-based knowledge management and performance support platform, helps capture knowledge assets that are often dispersed throughout organizations. Content is optimized to make it accessible, consumable and instructional for immediate guidance. Panviva’s user interface provides GPS-like access to all knowledge assets and process navigation delivering the right information for the right task, consistently, every time. Learn more at

About AAA:
AAA provides more than 59 million members with automotive, travel, insurance and financial services through its federation of 34 motor clubs and nearly 1,100 branch offices across North America. Since 1902, the not-for-profit, fully tax-paying AAA has been a leader and advocate for safe mobility. Drivers can request roadside assistance, identify nearby gas prices, locate discounts, book a hotel or map a route via the AAA Mobile app. To join, visit

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